WinThere Casino - Player’s winnings haven’t been received yet.

Hello Casino Guru Complaints Team,

I would like to submit a complaint regarding WinThere concerning their lack of clear and transparent bonus terms.

I recently played through a bonus and successfully completed wagering requirements, resulting in £600 in winnings. However, I discovered that the casino does not publish any maximum bet limits during bonus play in their Terms & Conditions or Bonus Terms.

Out of caution, I contacted the casino’s live chat to confirm. The support agent could not provide a clear answer and only responded vaguely with "2 euro should be fine," despite no such rule being written anywhere. My game also auto-adjusted to £2.25 for a few spins out of thousands, but this was not intentional and no maximum stake rule was available to guide me.

My concern is that the casino may attempt to void my winnings using a "rule" that is not actually stated in their terms. This practice feels unfair and misleading, as players cannot be expected to follow unpublished rules, and casino staff themselves are not trained to give consistent guidance.

I would like Casino Guru to:

Contact the operator to ensure my winnings are processed in full,

Request the casino update their terms to clearly state any maximum bet limits if they intend to enforce such a rule,

Highlight this issue publicly to warn other players.

Thank you for your assistance and for holding casinos accountable to fair, transparent play.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus you used?

Kindly request your game history in Excel format from the casino and send it to me.

Could you please share your communication with the casino regarding the maximum bet? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

It was a "special bonus" with 20x max cash out, so once I wagered the money I was left with £600 real money. The conversation regarding the max bet was via live chat and I don’t have the transcript , nor is it possible to review game history.

the main thing is they don’t have details of max wager anywhere on their casino or terms etc . Even the person I spoke to half heatedly said 2 euro should be fine but it was kind of broken English.

They capped it to £150, withdrawal apparently approved this morning.

Dear player, could you please confirm whether you have requested your game history from the casino? It’s really important that we have this data—especially in a case involving a potential breach of bonus terms.

Unfortunately, without any form of evidence (such as your game history or a transcript of your communication with the casino), we won't be able to move forward with the complaint or properly support your claim.

They paid me £150 in accordance with a hidden clause about x10 deposit max winning. Contradicts their special bonus terms of x20 but oh well

Dear player, just to clarify, can you please confirm whether the casino applied the following rule to your case?

6.11. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the amount of the deposit that generated the winnings, minus any fees. For example, a player whose deposit was €20 that generated winnings is only entitled to withdraw a maximum of 20 x 10 = €200. This rule does not apply to welcome bonuses and weekly or special campaign bonuses received by players. The maximum amount that can be withdrawn by players who make winnings off of these bonuses is €100 regardless of the deposit made to fulfill the conditions to withdraw or the lifetime deposits made. Additionally, if a user makes a deposit that results in winnings before the lifetime deposits reach €500 or over, the maximum withdrawal amount remains 10(X) times the amount of the deposit even if the user reaches €500 in lifetime deposits before making the withdrawal request.

Yep that’s the one

But I used a "special bonus "

That had a cap of x20 in the description

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Helterskelter22,

I am Michal, and I have assumed responsibility for your complaint. Prior to contacting the casino, could you please verify that you have not retained any correspondence with the casino concerning this issue? Given that this is not your first complaint with us, I would anticipate that you are already aware of the importance of saving any communication with the specific casino team, as it would assist us in providing you with the appropriate support. Could you clarify how you obtained the "special bonus"?

Are you indicating that the "special bonus" had no bonus rules written or attached? Have you not been aware of the maximum win limit from this bonus?

How much have you deposited into the WinThere Casino?

Dear Helterskelter22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Helterskelter22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru